CX Operations Manager, Grindr

• 5 – 7 years of experience in customer experience, CX operations, Trust & Safety, preferably within a tech or social platform environment
• Experience managing high-risk and critical enforcement matters, particularly in Trust & Safety, moderation, or platform integrity roles
• Strong analytical mindset with the ability to pull and interpret operational data, identify trends, and generate insights to improve enforcement accuracy and efficiency
• Hands-on experience with dashboards and reporting tools (e.g., Looker, Tableau, or similar) to track key metrics and performance trends
• Proficiency in CX case management systems such as Zendesk, with an understanding of moderation workflows and enforcement tooling
• Familiarity with automation and AI-driven enforcement systems, particularly within Trust & Safety operations
• Demonstrated ability to manage both on- and off-platform safety programs, ensuring effective escalation handling and policy enforcement

Desirable

• Grindr (NYSE: GRND) is seeking an exceptional CX Operations Manager to join our CX / T&S team
• In this role, you will play a critical part in ensuring our platform remains safe, inclusive, and aligned with our policies
• You will oversee vendor performance, manage sensitive case escalations, enforce quality standards, and drive operational efficiencies through process automation
• This is an exciting opportunity for a strategic and data-driven operations professional to shape Grindr’s enforcement workflows, enhance moderation processes, and collaborate cross-functionally with Trust & Safety, Legal, Product, and Engineering teams to optimize enforcement effectiveness
• Ensure vendor adherence to SLAs and enforcement accuracy through regular reporting, audits, and data-driven feedback
• Monitor trends in moderation and enforcement to improve consistency, reduce errors, and maintain high-quality standards across human and AI-driven processes
• Oversee and refine escalation workflows for high-risk cases, including safety concerns, ensuring rapid and effective resolution
• Collaborate with Trust & Safety, Legal, and Engineering teams to surface, investigate, and resolve critical enforcement challenges
• Identify inefficiencies and implement process improvements to enhance scalability, efficiency, and enforcement accuracy
• Partner with Product and Engineering to refine AI-driven moderation systems and optimize enforcement tooling
• Work closely with Trust & Safety, Legal, Product, and Communications to ensure enforcement strategies align with regulatory requirements and Grindr’s mission
• Drive vendor accountability while coordinating with internal teams to assess and enhance the accuracy and impact of moderation efforts